Tier 3 Service Desk Professional

Virtual Technologies Group•Maumee, OH

3d•Hybrid

About The Position

The Tier 3 Service Desk Professional oversees the day-to-day execution of the service desk, ensuring tickets are resolved efficiently and escalations are managed appropriately. This role is focused on incident management, SLA compliance, and team performance. Virtual Technologies Group, LLC is a leading innovator in the technology sector, specializing in the development and implementation of advanced virtual solutions. Our mission is to empower businesses with cutting-edge technology that enhances efficiency, productivity, and connectivity. With a team of highly skilled professionals, we deliver customized solutions tailored to meet the unique needs of our clients across various industries. Our commitment to excellence, innovation, and customer satisfaction drives us to continuously push the boundaries of what is possible. At Virtual Technologies Group, LLC, we are dedicated to shaping the future of technology and making a positive impact on the world.

Requirements

Oversees the day-to-day execution of the service desk.
Ensures tickets are resolved efficiently.
Manages escalations appropriately.
Focuses on incident management.
Focuses on SLA compliance.
Focuses on team performance.
Monitors and manages ticket queues.
Handles escalated technical issues and customer complaints.
Enforces SLA targets and drives compliance.
Coordinates with Tier 2/3 engineers and vendors.
Manages scheduling, shift coverage, and technician workload.
Tracks and improves metrics like FRT, MTTR, Escalation Rate.
Leads operational sync meetings.
Provides performance coaching and incident reviews.
Acts as Tier 1/2/3 Support.
Directly troubleshoots and supports customer calls as needed.

Responsibilities

Monitor and manage ticket queues to ensure timely resolution.
Handle escalated technical issues and customer complaints.
Enforce SLA targets and drive compliance.
Coordinate with Tier 2/3 engineers and vendors for escalated issues.
Manage scheduling, shift coverage, and technician workload.
Track and improve metrics like FRT, MTTR, Escalation Rate, etc.
Lead operational sync meetings.
Provide performance coaching and incident reviews for techs.
Act as Tier 1/2/3 Support and directly troubleshoot and support customer calls as needed.
Collaborate on bi-weekly service review reports.
Collaborate on escalation protocols and service improvements.
Collaborate on hiring and performance reviews.
Collaborate on team meetings and morale initiatives.
Collaborate on PSA/RMM improvements and workflows.